JYOTI MANDAL
Associate Software Engineer
Bhopal,MP
Summary
To enter into a long-term relationship with an organization, Where I can utilize my analytical skills and contribution to the growth of the organization, through my knowledge, dedication and hard work. Overall 8 Years in Telecom Operation & professional IT experience in Production Support. Responsible for monitoring the production servers and scheduled jobs Extensive hands-on experience on Oracle experience, Remedy, TWS Job Monitoring Experience in interacting with multiple teams and developers Good knowledge in SQL and UNIX. Good knowledge on DML, DDL, DCL, Transaction Control & Data Retrieval. Involved in 24/7 support for production environment
Overview
10
10
years of professional experience
5
5
years of post-secondary education
Work History
Associate Software Engineer
Netlink Software Private Limited
Bhopal, Madhya Pradesh
01.2023 - Current
- Maintain and monitor JDA environments.
- Handle user provisioning, system patches, and backups.
- Resolve production issues and respond to user queries.
- Customize and enhance JDA applications using SQL, or JDA-specific scripting. Integrate JDA with ERP systems using third-party tools.
- Develop reports and dashboards using reporting tools or JDA’s analytics. Troubleshoot technical issues and performance tuning.
- Resolve L1 and L2 issues (incident management, user access, configuration errors).
- Provide timely support to end users, addressing functional and technical queries. Log, track, and document issues using ITSM tools (ServiceNow, etc.).
Application Support & Technical Support
Amdocs Development Centre India Pvt. Ltd
Pune, Maharashtra
04.2020 - 05.2021
- Company Overview: Project: AT&T. Team: OMS Fallout. Project Platform: Clarify CRM 8.1.1, OMS & Exception Manager.
- Good exposure and experience on AT&T Applications, Amdocs CRM (Customer Relationship Manager), PST (Production Support Tool), EM(Exception Manager), BBNMS(Broadband Network Management System), OMS (Order Management System), and other Amdocs Applications.
- Root cause analysis for the customer and AT&T with the help of Application Tools like BBNMS, PST and OMS.
- Monitoring disk utilization and CPU usage on UNIX machines.
- Performing regular health checks for production environment.
- Monitoring the error logs, fixing the problems and tuning parameters.
- Create and Execute SQL queries to mine customer base for campaign effective reports.
- Resolving the Escalations as per priority and providing solutions to customer.
- Project: AT&T. Team: OMS Fallout. Project Platform: Clarify CRM 8.1.1, OMS & Exception Manager.
Senior Process Associate
Collabera Technologies Pvt.Ltd
Pune, Maharashtra
10.2019 - 04.2020
- Company Overview: Client: Amdocs Private Limited.
- Responsible for end-to-end case management of requests raised by customers under California Consumers Privacy Act with communication provider.
- Coordinate with the application support group to identify and fix any application failure/ defect or stuck cases.
- Manage SLA requests raised by customers by chasing different internal teams and ensure completion before the target date.
- Manage customer complaints and inquiry into delays.
- Preparing and updating process notes on a periodical basis.
- Carry out Quality review and conduct process huddle.
- Client: Amdocs Private Limited.
Associate Professional
DXC Technology Pvt Ltd
Indore, Madhya Pradesh
12.2016 - 03.2019
- Domain: Insurance – Customer Service.
- Focussed on driving Operational Metrics Achieved & exceeded the original daily goals.
- Work on most critical policies to complete SLA.
- Showcased proactiveness in various activities both within and outside the project.
- Maintain month wise quality scores.
- I coached new resource or struggling teammate that resulted in specific outcome.
- Keep track on SLA policies & complete them as a priority.
Quality Analyst
CRM SERVICES INDIA PVT LTD
Indore, Madhya Pradesh
08.2015 - 08.2016
- Company Overview: Teleperformance.
- Domain: Transportation – Customer Service.
- Core focus on meeting SLA's regarding efficiencies, people and commercials.
- Ensured compliance to achieve and outdo client SLA's.
- Customer complaints system modified to proactively capture defects at the grassroots and fix any GAPS.
- Stabilized and maintained the Turn Around Time for non-voice transactions.
- Developed the Weekly Quality Review Presentation and Quality Slides for the Weekly Operations Review.
- Proactive measures to conduct weekly client conference calls leading to client engagement.
- Conducted weekly reviews with direct repetition to ensure calibration and smooth operation.
- Ensuring all relevant communications, records and data are updated and recorded.
- Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues and to find the loopholes by fish bone practice.
- Reviewing the performance of consultants, identifying training needs and planning sessions & refreshers.
- Handling the most complex customer complaints or enquiries.
- Review training and refresher requirements and take corrective action where required.
- Teleperformance.
Education
MBA -
Barkatullah University
Bhopal 07.2011 - 08.2013
Computer and Information Sciences
Barkatullah University
Bhopal 06.2008 - 06.2011
Skills
Unix
Linux
Service Now
Power Automate
undefinedPersonal Information
- Date of Birth: 08/15/90
- Nationality: Indian
- Marital Status: Married
Timeline
Associate Software Engineer
Netlink Software Private Limited
01.2023 - Current
Application Support & Technical Support
Amdocs Development Centre India Pvt. Ltd
04.2020 - 05.2021
Senior Process Associate
Collabera Technologies Pvt.Ltd
10.2019 - 04.2020
Associate Professional
DXC Technology Pvt Ltd
12.2016 - 03.2019
Quality Analyst
CRM SERVICES INDIA PVT LTD
08.2015 - 08.2016
MBA -
Barkatullah University
07.2011 - 08.2013
Computer and Information Sciences
Barkatullah University
06.2008 - 06.2011
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